Problem to Solve:

You wait in line a your favorite coffee shop everyday. You notice that each customer gets agitated if they wait over 3 minutes before placing an order and if they wait over 4 minutes to receive their drink. After taking an operations course and learning about lean six sigma, you begin to wonder, could your coffee experience be improved?

a) Define: Identify Customer (s) & Priorities

b) Measure: Define the high-level process using a SIPOC

c) Analyze:Determine the most likely cause of a defect. Create a Pareto diagram and run chart. What is most likely the root cause of the problem?

d) Improve: Describe how you would improve the process.

e) Control: Complete Statistical Process Control chart using provided data. Describe how the coffee store should keep the process in control (standard operating procedure)

Before Improvement \begin{tabular}{|r|r|l|} \hline \# of complaints Waiting Time Complaints & \# of complaints Drink Prep Complaints \\ \hline 7 & Line too long & 6 Wrong order \\ \hline 5 & Don't have what I want & 2 Coffee too hot \\ \hline 3 & Floor Sticky & 4 Coffe Cold \\ \hline 3 Staff was rude & 2 Was too fast \\ \hline 2 & Smells funny & 6 Took too long \\ \hline \end{tabular}